William McDermott

William Rhett McDermott 11462 Openview Lane South Jordan, UT 84009 -- EXPERIENCE: Franklin Energy March 2015 – Present Data Analyst/Business Analyst Create reports, provide training and UAT. Workflow and process documentation. Ticket management and sprint planning. Work with local Project offices to understand and gather requirements for new features, specs or tickets. Create processes to verify and maintain data integrity. Identify data issues and work with the IT group to resolve the issues Create random adhoc reports for the local offices to help with their reporting needs to the client. This included editing and updated stored procedures as well as creating custom SQL queries and excel reports. Document and create business processes for the projects. Help local offices trouble shoot issues, UAT, bugs or errors document and create tickets based on the local office and client needs. Reconcile our full data set with the client’s data set three times a year and reconcile our data with our third-party communications company every week. Help resolve major data issues between us and the client and continue to resolve all the client’s needs in a timely manner even to the where the client told us we are now their best vendor. Discovery Research Group November 2007 – March 2015 Programmer/Data Manager Programmed and maintained high quality surveys and data collection scripts for each assigned project in a team environment. Using CFMC, PHP, Linux, SQL, R, HTML, Javascript, Unix/Linux, Shell Scripting, and Cron jobs to program the projects and TortoiseSVN for version control. Maintained data security and passwords for the clients. Responded to any program updates or issues while project is in the field. Tested data for integrity daily and did UAT. Created scripts to format data and automated processes. Processed and formatted data into the client’s specifications. Managed and dealt with Data issues by writing scripts to run frequencies on data to verify data integrity. July 2006 – Present Mobile Developer/Owner/Creator Developed the Android and Apple IOS Apps “The Bible of Many Colors” and “The Book of Mormon in CTR Manage all aspects of the business including online marketing, SEO, social networking, business to business relationships. OnTour Pictures/CBS June 2005 - July 2005 Production Assistant/Locations Coordinator for CBS Television show-The Amazing Race. Coordinated with local police officers to ensure safety also assured barricades were setup at the agreed locations and that police officers were posted at the appropriate locations. worked with the property owners of the various sites to ensure their site was treated with care during the filming. Prepared each site before the contestants arrived. Made sure appropriate paper work was filled out for each of the local crew members. Teleperformance USA August 2003 - November 2007 Work Force Management Supervisor/Forecast Coordinator While being promoted to Work Force Manager Supervisor: Used Avaya CMS to Supervise an average of 600 call center agents. Supervised 12 Work Force Managers. Proficient with resolving issues among my staff and creating progress plans. Responsible for keeping excellent EBITDA numbers to increase profitability. Provided quality feedback to agents and Work Force Managers on QA monitors. As a Forecast Coordinator: I was the Technical Point of Contact for each project that I managed. Learned to be an expert in a fast paced, high stress environment dealing with Clients expectations and ensuring that our staffing is correct for all ACD queues under my control, such Clients included Sprint, Verizon and AT&T. Performed schedule forecasting regularly to maintain the highest possible workforce effectiveness. Ensured daily Call Center stats were run and distributed to the proper entities. Ran reports in Blue Pumpkin and excel on daily staffing and statistics. reviewed and enforced agents schedule adherence. WaterFord Institute March 2003 - August 2003 Software Quality Assurance Was Responsible for Quality Assurance. I creatively found ways to improve the software products. Created trouble tickets and followed up on their timely completion. I attended management meetings to provide feedback on the software. I was responsible for tracking tickets in a SQL database environment. XO Communications June 2001 - March 2003 Technical Support/Dispatcher As a Trouble Resolution Specialist and Dispatcher: Maintained great customer service in stressful situations. Was R\responsible for fielding inbound/outbound calls to and from customers on a myriad of trouble related issues while maintaining a professional business to business demeanor. Was responsibilities also focused on trouble ticket accuracy. I kept customers updated with the current status of their trouble tickets. Learned leadership skills while training new coworkers. Was responsible to lead team meetings and mediating team conflicts in the absent of the team supervisor. Pagenet/Arch Wireless January 2000 - June 2001 Customer Service/Programming As a Customer Service Representative: Provided one call resolution for customers while staying on the line with the customer for up to over an hour at times while troubleshooting the customer’s pagers and network issues. Was responsible to ensure that the customers coverage areas are correct and if a change is needed I would make sure it was changed correctly and accurately. Assisted management in creating goals for other employees. While I was promoted to the Programming Department: Maintained a leadership role in helping establish Pagenet's internet store. Maintained quality control while reviewing trouble tickets and assigning them to the proper groups. LDS Mission in Long Beach, California December 1997 – December 1999 Two year voluntary service as a Missionary/ District Leader As a Missionary: Planned weekly schedules. Met with people and taught lessons to them. Answered a variety of questions while being a good representative. While being promoted to a District Leader: Planned and conducted weekly training meetings for groups of four to six people. Responsible for the motivation, performance, problem solving and training of six people. Expert at setting reasonable goals and achieving those goals. EDUCATION: Diploma, Bingham High School Java Programming Degree, Thin Blue Edge Currently enrolled and BYU Idaho OTHER QUALIFICATIONS: Programming in Unix/Linux, Javascript, HTML, CSS, Shell Scripts, SQL, R and PHP SEO, online marketing, Google Analytics, Google Adwords, Google Adsense Type 40 wpm,10-key by touch Extremely accurate with data analytics Proficient with Microsoft Office Suite Windows and Macintosh OS Salesforce Textpad Notepad++ Adobe PageMaker, Adobe Photoshop, Adobe Illustrator Internet marketing experience